CSM Magazine

APRIL 26, 2024

As customer expectations continue to rise, organisations must adapt quickly and leverage the latest technologies to stay ahead of the curve. By integrating voice into Salesforce, data is consolidated into a single platform, enabling real-time decision-making and smarter interactions across all channels.

2023 52

2023 Events Customer Voice Innovation 52

customer sure

MARCH 12, 2024

It’s interesting that over a year after OpenAI launched ChatGPT, we didn’t speak to anyone who’s seeing measurable improvements in CX from implementing GPT-based technology. Can AI really better-inform the actions we should be taking as a result of customer feedback?

2024 62

2024 Customer Service Feedback Fashion 62

CSM Magazine

FEBRUARY 8, 2024

Cirrus’ integration with Microsoft Teams optimises communication flows and consolidates operations for enhanced efficiency. With this tool, organisations will create unforgettable customer experiences and consolidate business success.

Innovation 52

Innovation Communication Customer Relationships Customer Service 52

West Monroe

APRIL 22, 2024

Understanding the organization’s current state technology environment is vital, akin to understanding the team's current skillsets and weaknesses. These stakeholders are instrumental in decision-making related to the realization of synergies through the consolidation and elimination of redundant IT systems.

Government 52

Government Sports Leadership 2009 52

InMoment XI

FEBRUARY 1, 2024

This technology uses deep learning models to predict a customer’s future actions or needs. This technology can distinguish between emotions like happiness, frustration, or disappointment. It consolidates data from various sources (as previously mentioned), providing a comprehensive and unified view of customer information.

Social Media 260

Social Media Insights Metrics Loyalty 260

Forrester's Customer Insights

MARCH 27, 2024

you’ll get a great return by consolidating it. Forrester published a study (subscription required) that analyzes the costs, benefits, and risks of dedicating a team to customer success management, outfitting them with purpose-built technology, hiring a […]

Customer Success 31

Customer Success ROI Customer Service Training Sales 31

Magellan Solutions

MARCH 5, 2023

Shared service centers are independent business units of processes, technologies, and people. They perform multiple functions, including human resources , information technology (IT), purchasing, legal, compliance, customer service , and other operational tasks. This article will discuss in detail why this is so.

Government 98

Government Call Center Contact Center Technology 98

TechSee

FEBRUARY 23, 2023

Management gains the flexibility to consider contact center consolidation or more agile agent designation across product and service groups. Once again, visual technologies offer these agents a complete picture of the customer’s situation and the confidence to support them.

Contact Center 124

Contact Center Average Handle Time Technology Reference 124

West Monroe

APRIL 9, 2023

Without a clear post-acquisition platform consolidation and product strategy, tech companies may fail to realize the projected synergies those deals were meant to achieve. Overlooking complexity and cost related to migrating customer data Migrating data can be a drag on overall cost and efficiency during consolidation. The upshot?

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

West Monroe

APRIL 9, 2023

Without a clear post-acquisition platform consolidation and product strategy, tech companies may fail to realize the projected synergies those deals were meant to achieve. Overlooking complexity and cost related to migrating customer data Migrating data can be a drag on overall cost and efficiency during consolidation. The upshot?

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

CSM Magazine

DECEMBER 15, 2021

Investment in CX technology is growing. In fact, not too long ago, IDC expected that, by the end of 2022, global investments in CX technology would reach $641 billion. Businesses will continue to mature along the listen-learn-act paradigm, accelerating the need for feedback consolidation.

2022 59

2022 ROI Metrics Brands 59

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Offer self-service functionalities through community and knowledge centers.

Customer Success 91

Customer Success 2023 B2B Customer Relationship Management 91

ShepHyken

MAY 27, 2022

In customer support, management needs to take feedback from support agents and consolidate it to optimize business processes. Data analytics and various technological tools can help businesses record user engagement patterns, learn from them, and find ways to solve challenges faced by customer support employees in dealing with customers.?

Call Center 125

Call Center Technology Customers Engagement 125

CSM Magazine

FEBRUARY 2, 2024

After selecting Sabio Group as its transformation partner, Benenden implemented the Genesys Cloud CX platform, consolidating interactions whether via phone, email, chat, text or social media and providing a unified member view.

Multi-Channel 52

Multi-Channel Healthcare Hospitality Social Media 52

CX Accelerator

JULY 22, 2019

If companies experience integration issues or are not using contact center software, data can be manually consolidated in a spreadsheet. Corey is very passionate about Workforce Optimization (WFO) / Workforce Engagement Management (WEM) and how people, process and technology are used in today's leading cloud contact center environments.

Contact Center 182

Contact Center Net Promoter Score Effort Score NPS 182

CSM Magazine

MARCH 14, 2024

Environmental management company Green Spark is using the latest cloud and mobile technology to boost sustainable business growth. “We have grown carefully over the last few years consolidating our quality in training and standardisation of field operations. For more information, please visit www.bigchange.com.

Management 52

Management E-support 2018 2013 52

SaleMove

FEBRUARY 17, 2023

Explore the unintended negative impact of a legacy, siloed approach to contact center technology and the benefit of a ChannelLess solution. The post Contact Centers Need to Consider Consolidated Digital Solutions appeared first on Glia Blog | Digital Customer Service Explained.

Contact Center 52

Contact Center Blog Technology Customer Service 52

Education Services Group

MARCH 8, 2022

Jeff believes that this means we need to “become great at prioritization and consolidation” when it comes to customer messaging. We are always trying to consolidate customer communications, working with other departments to optimize engagement without flooding everyone with too many messages.

Communication 52

Communication Customer Success Customers Definition 52

CX Accelerator

JULY 22, 2019

If companies experience integration issues or are not using contact center software, data can be manually consolidated in a spreadsheet. Corey is very passionate about Workforce Optimization (WFO) / Workforce Engagement Management (WEM) and how people, process and technology are used in today's leading cloud contact center environments.

Contact Center 174

Contact Center Net Promoter Score Effort Score Customer Satisfaction 174

Beyond Philosophy

SEPTEMBER 24, 2020

In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Customer Science is not fully defined; it’s more of a fusion between technology, Customer Experience, and behavioral science.

Net Promoter Score 139

Net Promoter Score 2002 Presentation Customers 139

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. His specialty is exploring the connection between customer service and technology. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

West Monroe

APRIL 9, 2023

Without a clear post-acquisition platform consolidation and product strategy, tech companies may fail to realize the projected synergies those deals were meant to achieve. Overlooking complexity and cost related to migrating customer data Migrating data can be a drag on overall cost and efficiency during consolidation. The upshot?

Leadership 40

Leadership Customer Centricity Financial Roadmap 40

Alida

DECEMBER 22, 2016

Platforms that enable companies to make better business decisions will gain influence in the marketing technology space. According to SiriusDecisions , customer intelligence management and business intelligence tools are top technology investment priorities for CMOs in 2017. Never-ending consolidation. Credit: SiriusDecisions.

2017 0

2017 E Commerce 2016 Social Media 0

CSM Magazine

JULY 12, 2023

Davies partnering with Sabio Group to transform its contact centre technology and infrastructure. Darren Martin, Group Chief Information Officer, Davies, said: “Partnering with Sabio represents a major milestone as we continue to invest heavily in advanced digital solutions in order to deliver best-in-class services to customers.

Multi-Channel 52

Multi-Channel Insurance Touchpoint Technology 52

West Monroe

MARCH 17, 2024

From a financing perspective, ag lenders are facing similar challenges as the financial services sector with interest rate uncertainty, demand for technology investments, and potential macro disruptors to the markets. It’s well known that agriculture producers have adopted technology at a rate faster than their lenders.

2024 52

2024 Banking Financial Insurance 52

BirdEye

JUNE 27, 2023

In addition, we listened to our customers and their need for a consolidated technology stack and introduced Birdeye Social and Birdeye Appointments , providing more business-critical solutions in one platform.

2013 52

2013 Innovation Customer Experience Management Technology 52

Upstream Works

MAY 4, 2021

Enable better management with consolidated resources, streamline and automate agent workflows and give IT a tool that is easy to work with. Leverage your existing technologies while making use of new and emerging technologies. Accelerate innovation and bring all of your data and resources together in one desktop.

Connections 78

Connections Engagement Contact Center Technology 78

CSM Magazine

DECEMBER 8, 2022

As cloud migrations increase and updates and new features for CX technology are continually rolled out, organizations need an iterative, agile solution that grows with them. Ascend helps organizations looking to optimize their CX management by: Managing costs through the consolidation of CCaaS and CX optimization efforts.

Contact Center 52

Contact Center Omnichannel 2023 Download 52

Ecrion

JULY 7, 2020

Many companies still use poorly linked legacy technology to handle complex daily needs. WCA consolidates everything into a single category; combining analytics, workflow and process optimization, document generation, and integration through connections. Workflow and Content Automation (WCA) are crucial.

2020 102

2020 Document Customer Journey Communication 102

CSM Magazine

MAY 12, 2023

In recent years, businesses have been increasingly turning to cloud technology to improve and streamline their customer service operations. With customer data and communication channels consolidated in one accessible location, customer service representatives can easily access relevant information to handle inquiries more efficiently.

Customer Service 52

Customer Service Exceptional Customer Service Social Media Customers 52

Alida

JANUARY 7, 2019

With one successful IPO, one mega acquisition and accelerating consolidation, 2019 will see the Data Management Platforms (DMPs) take over as the sources of truth in the enterprise. That takeover will drive significant change across corporate structure, technology and data workflows.

2019 212

2019 Customer Experience Customer Centricity Competitive Advantage 212

Oracle

NOVEMBER 20, 2020

Thanks to advanced digital technologies, companies now find themselves in a position to truly transform the contact center customer service experience. Here are five areas in particular in which technology is already transforming how work gets done. Advances in AI technology continue to gather pace. Recall technology.

Contact Center 97

Contact Center Technology Customer Service Omnichannel 97

Customers That Stick

MAY 13, 2015

In fact, the succession of bad customer service stories seems to have impacted governmental attitudes towards Comcast’s now abandoned move to acquire Time Warner Cable, a consolidation that would have given the new company control over half the United States broadband market. Cable companies are technology companies.

Customer Service 146

Customer Service Poor Customer Service Wireless 2015 146

West Monroe

MAY 17, 2022

We’ve watched over the last two years as the pandemic accelerated the ongoing shift to personalized, value-based, and technology-driven healthcare—changes that helped push M&A and investment in the sector to record highs. Yet with the economic picture darkening, the first few months of 2022 have seen a dip in deal activity.

Healthcare 52

Healthcare 2022 2020 Technology 52

TechSee

FEBRUARY 9, 2021

Remote visual assistance is an increasingly popular technology that enhances the customer service experience with remote tools — such as video, augmented reality, and computer vision. The technology has more recently been on the fast track due to the pandemic-driven need for safety. Remote Visual Assistance: Build vs Buy.

Technology 109

Technology Roadmap Touchpoint Download 109

Uniphore

JULY 21, 2021

Knowledge Base Consolidation It’s estimated that agents spend 20% of their time working to understand questions and search a knowledge base for the correct information. An approach focusing on knowledge base consolidation can lower costs and improve the speed of knowledge delivery.

Customer Service 52

Customer Service Management Contact Center Social Media 52

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. As the name suggests, digital transformation is the process of adapting business using digital technologies. Costs savings through consolidation of systems.

Customer Service 86

Customer Service Omnichannel Social Media 2020 86